Zahanis Mohd Zakuan (47 y/o)
22A Jalan Templer Suasana 4, Templer Park Resort, KM 20 Jalan Ipoh Rawang
Selangor
(- |-| www.linkedin.com/in/zahanismohdzakuan
Experience
22 years of total experience
Feb 2017 - Dec 2018
Head of Billing Operations
(1 year 11 months)
Celcom Axiata Berhad | Kuala Lumpur, Malaysia
Industry
Specialization
Role
Position Level
Telecommunication
IT/Computer - Software
Management
General Manager
Principle Accountabilities :
Manage the Billing Operation (Postpaid & Prepaid, Rating, Roaming, Mediation & Interconnect,
Credit Management and Bill Presentment) and Support through internal support and managed
services vendors, guided by IT standard best practices process framework (ITIL/ETOM) and
work in in line with infrastructure services integrating to business delivery.
1. Manage, lead and supervise internal Billing (Postpaid & Prepaid, Rating, Roaming,
Mediation & Interconnect, Credit Management and Bill Presentment) Operation support team in
delivering IT support services to respective stakeholders that guided by set of KPIs/SLAs to be
met.
2. Manage Billing (Postpaid & Prepaid, Rating, Roaming, Mediation & Interconnect, Credit
Management and Bill Presentment) Operation and Support vendor/partners including of 2nd
level and 3rd level by ensuring the support services are delivered in accordance of the agreed
scope of work as mentioned in the contract agreement
3. Enforce and ensure deliverables for Billing (Postpaid & Prepaid, Rating, Roaming, Mediation
& Interconnect, Credit Management and Bill Presentment) Operation are adopting standard
best practice framework such as ITIL, ETOM/ISO
4. Manage all production elements within Billing (Postpaid & Prepaid, Rating, Roaming,
Mediation & Interconnect, Credit Management and Bill Presentment) Operation’s eco system to
ensure all services available to respective stakeholders
5. Plan, strategize and implement the Billing (Postpaid & Prepaid, Rating, Roaming, Mediation
& Interconnect, Credit Management and Bill Presentment) Operation improvement to achieve
the target roadmap of IT application operations approaches
6. Ensure Billing (Postpaid & Prepaid, Rating, Roaming, Mediation & Interconnect, Credit
Management and Bill Presentment) Operation activities adhere and meeting the audit and
security compliance guidelines
7. Ensure support team to perform daily Operation and Support routines for all applications
within Billing (Postpaid & Prepaid, Rating, Roaming, Mediation & Interconnect, Credit
Management and Bill Presentment) Operation eco system
8. Ensure Support and Maintenance Contract Management preparation, review and renewal
are timely
9. Review and authorize the changes as part of change and release process in production
application system including new enhancement, bug fixing and patch management
10. Manage and conduct assessment on the operation impact due to the changes, promotion,
event on the Billing (Postpaid & Prepaid, Rating, Roaming, Mediation & Interconnect, Credit
Management and Bill Presentment)
11. Minimize the customer complaint originated by system stability issue
12. Manage and coordinate with support vendors on the operation improvement, continuous
improvement that can be done to the system, such as patch management, application
technology refresh, etc
Achievements :
1.
MEDIATION SOCKET ENHANCEMENT: Eliminate issue with BSS (CRM)
2.
UROAM & XROAM VERSION UPGRADE (VERSION 2.0) : Ready to integrate with
CONVERGENCE BILLING SYSTEMS as part of CBS PHASE 2 PROJECT (BILLING
UPGRADE : KENAN REPLACEMENT)
3.
OCE PLATFORM UPGRADE : CBS PHASE 2 PROJECT (BILLING UPGRADE : KENAN
REPLACEMENT) Readiness
4.
EZEE APPS REDUCED FAILURE RATE : Successfully reduced Reload and MI purchase
0% failure rate, registration failure rate below 1% in average
5.
KENAN MIU RELEASED : Successfully recovered 1.6Mil Revenue and Total CDRs
cleared is 27,287,949
6.
RVP AUDIT CLOSURE : Successfully closed RVP AUDIT without any CRITICAL &
MAJOR issues. Only 1 improvement required.
7.
CBS PHASE 2 PROJECT (BILLING UPGRADE : KENAN REPLACEMENT) : Billing Ops
readiness in supporting CBS PHASE 2 Go Live
8.
NGIN CBP EXPENSION : Successfully deployed additional 5 sets of new CBPs to
eliminate NGIN midnight issues.
Dec 2013 - Feb 2017
Principal Analyst
(3 years 3 months)
Celcom Axiata Berhad
Industry
Specialization
Role
Position Level
Telecommunication
Corporate Strategy/Top Management
Others
General Manager
Principles Accountabilities :
1. Developed framework for technical partners overall performance evaluation.
2. Contribute to the strategic management of IT and Network partners services and participate
in the development of long term strategy for the future direction of Celcom.
3. Assisting CCOO in assessing the scope of purchase of IT and Network equipments,
solutions and services (Opex and Capex)
4. Gateway to all partners
5. Provide advice and input to HOD and CCOO related to IT and Network solutions
6. Provide overall assessment whether partners have provide the services as per contract
7. Develop close relationship with partners
Successfully completed :
1. 5 years Technology Roadmap Framework
2. Technology Framework
3. Vendors/Partners Technology Day
4. Strategic Papers
Aug 2012 - Dec 2013
Head Of IT and ERP/SAP Applications Management
(1 year 5 months)
CELCOM (M) Bhd
Industry
Specialization
Role
Position Level
Telecommunication
IT/Computer - Software
Management
Senior Manager
Principle Accountabilities :
1.To contribute to the strategic management of IT and ERP/SAP services and participate in the
development of long term strategy for the future direction of Celcom.
2.To lead the IT Applications Management department in the development and implementation
of information systems across Celcom with the responsibility for the delivery of a high quality
service to all departments.
3.Translate strategic goals into operational plans in the department and establish and lead a
team to implement the development and operational plan once approved
4.Provide advice and input to IT top management for BAU IT and ERP/SAP applications /
operations
5.Provide overall leadership, motivation and management of department with the aim of
maintaining the overall delivery for BAU IT and ERP/SAP applications development and
operations
6.Identify, propose and plan for changes in the department’s requirements for resource
allocation or reallocation arising from changing needs and plans.
7.Member of TAB and CAB prior to deployment of new enhancements/projects
Jul 2010 - Aug 2012
IT Manager
(2 years 2 months)
Celcom Axiata Berhad | Kuala Lumpur, Malaysia
Industry
Specialization
Role
Position Level
Telecommunication
IT/Computer - Software
Project Management
Manager
Principle Accountabilities :
1. Manage Integrated Call Center Upgrade Projects (10Mil)
2. Manage Reload Voucher Platform (5Mil)
3. Manage few projects with the cost less than 1mil
Jul 2005 - Apr 2010
IT Specialist (AM)
(4 years 10 months)
Celcom Axiata Berhad | Kuala Lumpur, Malaysia
Industry
Telecommunication
Specialization
Role
Position Level
IT/Computer - Software
Supervisor/Team Lead
Senior Executive
Principle Accountabilities :
1. Applications Support for Integrated Customer Care Systems
2. Solution Architect for Integrated Customer Care System
3. Business Requirements Scrum Master
Jun 2000 - Jul 2005
Analyst Programmer
(5 years 2 months)
Celcom Axiata Berhad | Kuala Lumpur, Malaysia
Industry
Specialization
Role
Position Level
Telecommunication
IT/Computer - Software
Software Engineer/Programmer
Fresh / Entry Level
Principle Accountabilities :
1. Developer for Integrated Customer Care Systems
2. Application Support for Integrated Customer Care Systems
Apr 1998 - Jun 2000
Application Consultant
(2 years 3 months)
Orbtech Business System (M) Sdn Bhd
Industry
Specialization
Role
Position Level
Computer / Information Technology (Software)
IT/Computer - Software
Functional Consultant/Business Analyst
Junior Executive
Principle Accountabilities :
1. Network Administrator (Maintain and Troubleshoot NT Server)
2. Inhouse Email and Proxy Administrator
3. Support for RAST Systems (Maintenance Systems) for TNBG and PTSB
4. Developer for Anti Corruption Agency Reporting Information Systems (ACARIS)
5. Design reports using Crystal Reports 7 for ACARIS
6. Train BPR personnel (user/customer) creating ACARIS report using Crystal Report Writer
ver 7
7. Assist sales person during presentation
Jan 1998 - Apr 1998
Programmer
(4 months)
Intercity MPC (M) Sdn, Bhd
Industry
Specialization
Role
Position Level
Printing / Publishing
IT/Computer - Software
Others
Junior Executive
Principle Accountabilities :
1. Develop Scripts / Program for Printing
2. Lead / Setup an Inhouse Network
3. Assist Sales Manager during meetings and presentation with customers
Dec 1997 - Jan 1998
Technical Support Executive
(2 months)
H.U Technology
Computer / Information Technology (Hardware)
IT/Computer - Hardware
Technical Support
Junior Executive
Industry
Specialization
Role
Position Level
Principle Accountabilities :
1. Assemble & Installation of PC (Hardware & Software)
2. Pre / Post Support (Hardware & Software)
3. Assist Sales Personnel
Education
1998
Institut Teknologi MARA
Bachelor's Degree in Computer Science/Information Technology | Malaysia
Information Technology
Grade B/2nd Class Lower
Major
Grade
1996
Institut Teknologi MARA
Diploma in Computer Science/Information Technology | Malaysia
Information Technology
Grade B/2nd Class Upper
Major
Grade
Skills
Advanced
Intermediate
Clarify, WinTel servers, Project Management Skills, BRIO Reporting Tools, MS
Project, Visual Basic, UNIX, Crystal Report, Microsoft Office 2013
ITIL Processes, AGILE
Languages
Proficiency level: 0 - Poor, 10 - Excellent
Language
Bahasa Malaysia
English
Spoken
10
10
Written
10
10
Jobstreet English Language Assessment (JELA)
2 May 2010
Date Taken
33/40
Score
Additional Info
Preferred Work Location
Other Information
2008
Anywhere in Malaysia
Celcom CEO Merit Awards
2010
ITIL(R)V3 Foundation Certified -)
Highly qualified Senior Management with corporate leadership capacity in offering of driving organization strategy, business
consultancy, policy and direction setting, transformational program with high performance leadership & coalition building
An IT professional with more than 21 years of experience in start-ups, SMEs and large multinationals such as Celcom Axiata.
Engagements have involved small office operations to large international duties.
Industries served include telecommunication, manufacturing and IT with areas of expertise being: Senior Management,
Corporate Strategy, IT Applications and Operation, Project Management, Solution and Development SDLC.
Very knowledgeable in most of IT Application/Systems and Solution range including CRM, Billing, Trade Marketing and
Distribution/Retail, Portal, Corporate Application, BI and Reporting etc. for its architecture, project management, development
and operation. In addition, highly skilled in managing IT Strategy. Recent involvement in digital enablement including Agile
development, Cloud Computing, Mobile Applications, DevOps, Automation and BOTs.
A hardworking and innovative person with a down-to- earth approach on handling processes in all areas aiming to achieve
the best results using the available resources.
An accomplished individual and a change agent regarded for the ability to assess and monitor potential risks, analyze the
current situation, consult with other people and find the ideal solution.
